Explora Experience Centre RTA

Discover your journey into the extraordinary.

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of

Swiss hospitality in Geneva. Leveraging our parent company MSC Group's hundreds of years

of maritime expertise, our fleet of six luxury ships (four currently in the pipeline) are being

built and designed in a totally different and unique way that will transform and redefine the

cruise experience, creating a category of its own, appealing to the next generation of luxury

travellers.

The WFM Real-Time Analyst is responsible for monitoring and managing the day-to-day

workforce operations of the Explora Journeys global contact centre. Covering inbound,

outbound, and digital channels, this role ensures service level adherence, optimised staffing,

and rapid response to intraday changes, while upholding the luxury guest experience

standard.

The Real-Time Analyst acts as the "command centre" for workforce performance, proactively

identifying variances, recommending adjustments, and partnering with Operations to

maintain efficiency across multiple geographies and time zones.

This role is based in the office out of our Johannesburg Office.

Real-Time Monitoring & Management

Monitor ACDs, queues, and digital platforms in real time to ensure service levels and

KPIs are met across inbound, outbound, and digital channels.

Track and report on intraday performance against forecast, identifying variances in

volume, average handling time, and staffing.

Recommend and execute adjustments such as skill reassignments, overtime, voluntary

time off, or channel balancing.

Intraday Performance Adjustments

Collaborate with Team Leaders and Operations Managers to implement changes in

scheduling, routing, or resource allocation.

Manage day-of exceptions including absenteeism, late arrivals, and unplanned events.

Provide guidance on escalation triggers to protect service delivery during disruptions or

high-demand periods.

Analytics & Reporting

Produce intraday, daily, and weekly reports on performance, shrinkage, adherence, and

service levels.

Analyse root causes of deviations and recommend corrective actions for future planning.

Provide feedback to Forecasting & Scheduling teams on patterns impacting accuracy

(e.g., unplanned events, seasonality shifts)

Technology & Routing Strategy Support

Leverage WFM tools (e.g., NICE IEX, Calabrio, Verint, Playvox, Genesys WFM) to manage

intraday performance.

Work with ACD/IVR and routing teams to optimise real-time call distribution and digital

interaction flow.

Ensure technology usage aligns with efficiency and luxury service delivery goals.

Global Coordination & Guest Experience

Support multi-region operations by aligning intraday adjustments with time zone and

regional service needs.

Partner with leadership to minimise guest impact during disruptions, ensuring

communications reflect luxury service standards.

Act as an advocate for both efficiency and guest-centric outcomes in real-time decisions.

Experience:

2+ years' experience in Workforce Management, with a focus on real-time operations.

Proficiency with WFM platforms (NICE, Calabrio, Verint, Genesys, or equivalent).

Strong understanding of contact centre metrics (AHT, service levels, shrinkage,

adherence, occupancy).

Knowledge of ACD, IVR, and routing strategies for inbound, outbound, and digital

channels.

Experience in multi-region/global contact centres is highly desirable.

Strong Excel skills and familiarity with BI/analytics tools is an advantage.

Key Competencies:

Real-Time Agility – Ability to make quick, informed decisions in a fast-paced

environment.

Analytical & Detail-Oriented – Strong ability to interpret intraday data and act on

insights.

Collaboration – Works effectively with Operations, WFM Planners, and Technology

teams.

Guest-Centric Mindset – Balances operational efficiency with the Explora Journeys

luxury service promise.

Problem-Solving – Proactively identifies risks and applies solutions to minimise guest

impact.

Global Awareness – Understands time zone and regional considerations in staffing and

service delivery.

At Explora Journeys, we are redefining luxury ocean travel — where discovery, well-being, and a deep respect for the seas come together in harmony. 
We seek passionate professionals who share our vision of a more immersive, transformative way to discover the world's most inspiring destinations by sea.
Are you ready to turn your passion into something extraordinary? Join us at Explora Journeys, where an ocean of opportunities awaits. Your journey to the Ocean State of Mind starts here.